After the box, Xavier Niel wants to revolutionize customer service with Free Proxi

It’s been in place for three years, but Free has just announced it. Its Free Proxi service replaces the traditional outsourced call center with a network of local operators to make life even easier for users. From now on, it is the same person who answers you on the phone and who then intervenes on your box : small teams of ten people are installed throughout France to be able to intervene as close as possible to your home. These technicians know your neighborhood and take care of your file from your request to resolution.

As Xavier Niel, president of the Iliad group, points out with Free Proxi “no need to re-explain” your concern to each interlocutor and finished the “voice fake human robot that tells you that you can’t be sorryunfortunately not respond to your request at this time“. Sixty-seven small groups of territorial experts have already been dispatched to France, with a target of one hundred and fifty by the end of 2023. The ambition here is to cover 50% of customers on the same date. As a reminder, Free now has antennas that can communicate with more than 99% of France in 4G.

Many advantages for Internet users

The new Free Proxi customer service is open from eight in the morning to nine in the morning, every day of the week. Unfortunately, the offer is therefore not available at night, which can theoretically pose a problem, especially for professionals. But despite everything, the operator’s value proposition is attractive, especially since nine out of ten subscribers (approximately) are already satisfied. You don’t have to pay more than your current package to take advantage of Proxi.

On the front-end, for subscribers, nothing changes. The customer service number is the same and the skills of the repairers are identical. But it is indeed the customer experience and Free’s internal organization that are improving, giving pride of place toshort circuit, again in the words of Xavier Niel. A tirade in tune with the times, at the time of sustainable development.

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Large cities already eligible

Free Proxi already covers the localities of Brive (Corrèze), Marseille (Bouches-du-Rhône), Capitole in Toulouse (Haute-Garonne) and several districts in the city center of Paris. Soon, other key places like Nancy (Meurthe-et-Moselle), Douai (North) or Bayonne (Pyrénées-Atlantiques) will also be there.

To this day, Free remains one of the most affordable providers on the market including an offer to 2 euros per month only including 50 MB of data and unlimited SMS.

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